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Yesterday, I tried to change my Internet plan online. It appeared it should be easy enough online. I was hopeful I could avoid a long visit with an auto-attendant so I went ahead. In "my account" I clicked on the chosen plan and after a few more clicks to accept all the defaults, since everything is already known about me including my credit card, I submitted the last form and got a red error message: "Oops, an error occurred. Please contact our Customer Care Team at 1-855-333-8269 for assistance."
I tried entering my credit card manually, overtyped all my other info on the forms, etc. but no luck. Today I tried all that again. Same error each time. Dejected, I then phoned in, admittedly not looking forward to that process. There is no option in the voice menus for following up on an online error. You must fumble through the decision tree with everyone else. I foolishly chose the option that I wanted to change my Internet plan. Big mistake. It started a long description of how to do this yourself online. Not helpful. This is WAY too long to make everyone go through it regardless of their situation. Is it your actual intention to punish people that can't or won't do this online? I tried lots of keys and repeated 0's to break out but all it would do is start the "lesson" over again. So, I hung up and called again. This time I avoided anything that sounded like I should be able to do it myself online and picked the first option to speak to a rep that I came upon. After a 20+ minute wait on hold the rep announced himself with a long statement but I did not understand one word of what he said. I said hello, and that I wanted to change my Internet plan. He asked for my phone number (which matches my outgoing callerID btw) and about half way through the 10 digits I got a dial tone in my ear.
So I'm left to ponder: how badly do I want to change this plan? Maybe some other time I will revisit it.
...Fred
I tried entering my credit card manually, overtyped all my other info on the forms, etc. but no luck. Today I tried all that again. Same error each time. Dejected, I then phoned in, admittedly not looking forward to that process. There is no option in the voice menus for following up on an online error. You must fumble through the decision tree with everyone else. I foolishly chose the option that I wanted to change my Internet plan. Big mistake. It started a long description of how to do this yourself online. Not helpful. This is WAY too long to make everyone go through it regardless of their situation. Is it your actual intention to punish people that can't or won't do this online? I tried lots of keys and repeated 0's to break out but all it would do is start the "lesson" over again. So, I hung up and called again. This time I avoided anything that sounded like I should be able to do it myself online and picked the first option to speak to a rep that I came upon. After a 20+ minute wait on hold the rep announced himself with a long statement but I did not understand one word of what he said. I said hello, and that I wanted to change my Internet plan. He asked for my phone number (which matches my outgoing callerID btw) and about half way through the 10 digits I got a dial tone in my ear.
So I'm left to ponder: how badly do I want to change this plan? Maybe some other time I will revisit it.
...Fred